I’ve been a loyal customer for about four years and have always appreciated their food quality and customer service. However, something seems to have changed.I placed an order today for delivery between 1 PM and 3 PM—an important one for a dinner party. At 4 PM, I received a notification saying the order was delayed but still on its way. By 5:30 PM, nothing had arrived, so I checked my account, only to find a message saying, "Contact customer service."When I reached out, I was told my order couldn’t be delivered because the bag was damaged in transit. While that’s already frustrating, what truly upset me was how they handled it afterward.I spoke with two customer service representatives, and all they told me was, “The order amount was just authorized, not charged, so feel free to place another order. The funds will be released back to your card in 2-3 days.” I explained that this was unacceptable for two reasons:No one informed me about the issue—I had to find out on my own that my order was never going to arrive.I wasn’t given the option for a refund or a re-delivery, even if it meant a later time or the next day.I then requested that, instead of refunding me, they simply process a replacement order. To my shock, the customer service agent responded, “We are not going to give you free food. If you want food, you will have to pay with your own money.”Where did this accusation even come from? I never asked for free food. I only asked that they take responsibility for their mistake and send me the order I had originally placed. They could settle the issue with their delivery team—I had done nothing wrong.This is simply not the way to do business. The lack of sincerity in fixing the situation or even offering a proper apology is deeply disappointing. Congratulations—you've just lost a loyal customer. I won’t be ordering from them again.
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